Orrin Blossom serves as the Senior Manager of Call Center Operations at WellCare Health Plans, where he leverages over 15 years of extensive experience in operations management to drive excellence in customer service delivery. In his current role, Orrin oversees the strategic operations of three...
Orrin Blossom serves as the Senior Manager of Call Center Operations at WellCare Health Plans, where he leverages over 15 years of extensive experience in operations management to drive excellence in customer service delivery. In his current role, Orrin oversees the strategic operations of three vendor call centers, managing a robust team of over 900 customer service agents. His leadership is characterized by a results-driven approach that emphasizes the importance of cohesive team dynamics and high performance.
Orrin's expertise spans a range of critical areas, including member and provider services, workforce planning, and the implementation of comprehensive training programs. He is adept at utilizing advanced call center technology and process design to enhance operational efficiency and ensure that key performance indicators (KPIs) and service levels are consistently met. His commitment to quality assurance and continuous process improvement has been instrumental in fostering a culture of excellence within the organization.
In addition to his operational oversight, Orrin is recognized for his ability to build and nurture high-performing teams through effective coaching and employee relations strategies. His progressive, solution-oriented mindset enables him to identify and implement innovative strategies that not only improve call processing efficiency but also enhance the overall customer experience. With a strong foundation in program management and budget oversight, Orrin Blossom continues to make significant contributions to WellCare Health Plans, positioning the organization as a leader in the healthcare industry’s customer service landscape.
